Quality Manager
- ION
- 6 - 11 years
- Noida, Gurugram
- 3 months ago
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Job Description
Position Summary
Oversees LS & CE Team Leads to ensure tasks / responsibilities are carried-out effectively and efficiently. Designs & implements career development plans for each role to ensure maximum client, operational, and personal effectiveness . Responsible for onboarding new hire team members through new hire classes doing Quality analysis, review & approval of recommendations for improving the quality of service of Operations and maintaining high Customer Experience standards. Supports a ratio of more than 500 frontline FTEs
Functional Responsibilities
Coaching and Development:
- Supports CE & LS Team Leads with regular and consistent coaching.
- Reinforces team strengths and creates customized action plans to address areas for improvement.
- Properly documents development and progress.
Collaboration:
- Encourages collaboration with other departments to align with company and business strategies.
- Designs and implements action plans, policies, and procedures to ensure high CSAT performance, as directed by Management.
Operational Review:
- Actively participates in internal and external meetings (WBR, MBR, QBR, YBR, etc.) to discuss trends, action plans, and reinforce strengths.
- Provides recommendations for solutions and drives process innovation.
Verint/Training LMS:
- Ensures proper usage of the tool, self-trains on all available versions, and maintains communication with IT and TI POC to report any outages.
- Keeps data updated to meet recording percentage requirements according to the client SOW.
- Ensures team members are trained and utilizing the tool effectively.
Client Relations:
- Manages client communication and acts as the point of contact for aligning Quality Assurance and business strategies.
- Contributes as a partner in developing process improvements between TELUS International and the client.
HC Forecasting and Right-sizing:
- Collaborates with Operations and Workforce to determine FTE forecasts along with New hire training scheduling and maintaining support-to-agent ratios as per agreements or SOW.
- Handles headcount requisition and ensures promotions and movements are processed.
Team Management:
- Designs improvements in departmental structures to provide career opportunities and growth for CE staff.
- Monitors departmental morale through discussions with CE staff.
- Maintains open communication by scheduling regular group discussions to address needs, requests, and issues.
- Coordinates and assists in resolving concerns faced by CE team members.
- Performs administrative tasks such as payroll, status change forms, and maintaining 202 folders.
Skills:
- Excellent communication and interpersonal skills
- Strong leadership and team management abilities
- Excellent problem-solving and conflict resolution skills
- Ability to analyze data and make strategic decisions
- Proficient/Fairly comfortable with MS Office and Google Sheets, Docs & Slides
Eligibility-
- Bachelors degree is a mandatory
- Minimum 1 year in TELUS Digital as a Senior Team Leader in LS or CE or Operations in TELUS CSS is mandatory
- Last MI rating needs to be achieving and above
If you have questions or comments about this open position write to: ti*************a@te***************l.com
Equal Opportunity Employer:
At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment , including the decision to hire and promote, are based on applicants qualifications, merits, competence and performance without regard to any characteristic related to diversity.
Regards
Trapti Singh
9911397***
Job Classification
Industry: BPM / BPOFunctional Area / Department: Quality AssuranceRole Category: Business Process QualityRole: Quality Manager / SupervisorEmployement Type: Full timeContact Details:
Company: TELUS InternationalLocation(s): Noida, Gurugram
Keyskills: Quality Call Audits Quality Assurance
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